
Team Lead Service Desk
4 weeks ago
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Direct message the job poster from The University of Lahore
Education: Bachelor's degree in IT/Computer Science/Communications.
Experience: 2 to 3 Years of relevant experience in professional environments.
Certifications: ITIL Foundation and Cloud Information.
Responsibilities:
- Handle phone calls, log and assign incidents/service requests across all ITS functions (Service Desk, Applications, Networks, Data Center, MIS).
- Provide first-level support and escalate unresolved issues appropriately.
- Track, route, and follow up on incidents and requests to ensure resolution.
- Maintain knowledge of Service Desk procedures, products, and services.
- Support and supervise team members during critical incidents and requests.
- Generate reports on incident/request trends, resolution time, and customer feedback.
- Assist Assistant Manager with shift scheduling.
- Move IT equipment when required.
- Recommend and update SOPs and procedures.
- Troubleshoot hardware and software issues for UOL users, including Windows/Mac OS, MS Office, Adobe Suite, Visual Studio, etc.
- Provide hardware and AV device support.
- Perform OS deployment via network ghosting and troubleshoot VDI issues.
- Follow ITSM processes and ITIL best practices.
- Deliver excellent customer service and ensure timely follow-ups and resolution.
- Ensure accurate documentation and closure of tickets.
- Collaborate with ITS team members when needed.
- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesEducation Administration Programs
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